Creating a satisfied customer should be the number one goal of any organization. This can be achieved in various ways, and technology and automation should be used to enhance the customer experience. However, sometimes businesses use automation to replace human interaction, which is a big mistake. Having customizable customer support software should be used as a complement to personal service, rather than a replacement for it. Here are some of the top ways you can keep your customer support personal, while still utilizing automation.
Concentrate on Building Relationships
When your customizable customer support software is used appropriately, you can free up some of your agents’ time to give customers a personal service experience. But if you don’t have your customer support visual workflow designer configured properly, then your agents could be spending more time trying to figure out what to do next.
Building relationships with customers is vital for any customer retention. A good quality customer support software will provide agents with all the tools and resources they need to do their jobs efficiently and effectively. Any remaining time can be spent on relationship building to ensure the customer is satisfied.
Customers want everything to be immediate, whether it’s completing a transaction or getting an issue resolved. Automation will only do so much in that regard. You need your agents to respond quickly to a phone ringing or to a live chat message. This responsiveness will set the stage for a good customer experience, and then it’s up to the agent to go above and beyond to help them out.
Provide Consumers With Options
In addition to immediacy, customers also expect to have multiple ways to contact your company. Offering a live chat service in addition to a phone line and email address can provide both immediacy and another option to contact you. And when you have your customer support visual workflow designer enabled, you can track all interactions on one convenient dashboard to identify any flaws.
Use Automation To Your Advantage
The bottom line is businesses have to use automation to their advantage, rather than as a replacement to human interaction. With customizable customer support software, you can tailor your technology and automation to put your agents in the best position to succeed. When that happens, you can focus your time and energy on the personal aspect of customer service.
PhaseWare offers an extensive amount of features for companies, whether it’s integrating live chat software, an online SLA tracker, multichannel support and many more. We can help automate your company’s customer support system, so you can spend more time on the most important part – the customer. Be sure to contact us to learn more about our services.